Last updated 4 October 2026.
We are a small handmade business, so this policy is deliberately plain about what we will and will not do. The short version: we put it right when something goes wrong with your delivery, and we do not take change-of-mind returns.
1. Where we deliver
We deliver anywhere in India. We do not ship outside India at the moment.
2. Dispatch and delivery times
- Dispatch: 2 to 4 business days after your payment clears.
- Delivery: a further 4 to 8 business days, depending on where you are.
- Made-to-order and custom pieces take longer, because they are crocheted after you order. We will tell you the expected date.
Business days are Monday to Saturday, excluding public holidays. These are honest estimates rather than guarantees — couriers are occasionally delayed by weather, strikes or local disruption.
3. Delivery charges
Delivery is charged on every order. We do not offer free delivery — we are a small maker and the postage is a real cost rather than something folded into the price. The exact charge depends on where the parcel is going and what is in it, and it is calculated and shown at checkout before you pay.
4. We do not offer Cash on Delivery
Every order is paid for in advance, through Cashfree for shop orders and Razorpay for courses. This keeps our prices where they are, and it means there is nothing to settle at the door.
5. Tracking
We email you tracking details when your parcel is dispatched. Please give a phone number you actually answer — couriers in India almost always call before delivering.
6. If nobody is there to receive it
Couriers normally try more than once. If a parcel comes back to us because the address was wrong or incomplete, or because nobody accepted it after reasonable attempts, we will refund you less the delivery cost we actually paid, or send it again if you cover delivery a second time.
7. Cancelling an order
You can cancel any time before dispatch, for any reason, for a full refund. Email us with your order number and we will stop it.
Once a parcel has left us it cannot be cancelled.
Courses and patterns cannot be cancelled once access has been given, because they are delivered instantly.
8. When we will replace or refund
We will put things right if:
- your order never arrived
- you received the wrong item
- it arrived damaged or faulty
- it is materially different from how it was described or shown
- delivery was significantly later than we promised and you no longer want it
These are the cases the law requires us to cover, and the ones we would want to fix anyway.
9. What is not covered
- changing your mind, or no longer needing the item
- the natural variation of handmade work — stitch tension, exact size, the precise placement of features
- yarn dye lots differing slightly between batches, or colours looking different on your screen
- damage that happened after delivery, including from washing or ordinary wear
- items that have been used, washed or altered
- a damage claim where the original packaging has been thrown away, because we need it to claim against the courier
- a pattern or course you downloaded or watched and simply did not enjoy
10. How long you have
- Damage, a wrong item, or a material mismatch: tell us within 7 days of delivery.
- An order that never arrived: as soon as the delivery window has passed.
- Trouble accessing a course or pattern you paid for: any time. That is our problem to fix, whenever it surfaces.
11. How to raise a request
Use the return and refund request form. You will need your order number and the email address on the order.
For damage or a wrong item, please attach photographs of the item and its packaging. We are not being difficult — that is what the courier needs before they will accept a claim, and having it up front gets your replacement moving days sooner.
You can also simply write to billing@soilittle.in if you would rather.
12. What happens next
We acknowledge every request within 48 hours.
We may ask for more photographs, or ask you to send the item back. Where the fault is ours, we pay the return postage.
A replacement is usually our first offer. If the piece is one of a kind or out of stock, you can choose something else of the same value or take a refund instead.
13. Refunds
- Refunds go back to the original payment method. Since we do not take Cash on Delivery, we never refund in cash.
- We start an approved refund within 3 business days.
- Your bank or card issuer usually takes a further 5 to 7 business days; UPI refunds are often quicker.
- Where the fault is ours, we refund the full amount you paid, including GST and any delivery charge.
- A credit note against your Zoho invoice is issued at the same time, so your GST records and ours agree.
14. Digital patterns and online courses
A PDF or a video cannot be handed back once it has been downloaded or watched, so these are not refundable as a matter of course. We will refund where:
- you were charged twice for the same thing
- the file is corrupt or will not open, and we cannot fix it for you
- you cannot get into a course you paid for, and we cannot restore your access
- we cancel a live session and cannot offer you a suitable alternative
Grievance redressal
In line with the Consumer Protection (E-Commerce) Rules, 2020, we have a named officer for complaints.
- Grievance Officer: Shiva Shanthini R, Proprietor
- Email: billing@soilittle.in
- Phone: +91 90036 03030
- Address: 127, Golden Grove, Astun Street, Nanjundapuram Main Road, Amman Nagar, Podanur, Coimbatore 641023, Tamil Nadu, India
We acknowledge every complaint within 48 hours of receiving it, and we aim to resolve it well within one month.
Nothing on this page takes away any right you have under the Consumer Protection Act, 2019, including your right to approach a consumer commission where you live.